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

  814 Arion Pkwy Ste 220 San Antonio, TX 78216-2837

  
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  ADT Security Services

  1400 Montlimar Dr STE B Mobile, AL 36609-6513

  
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  ADT Security Services

  47-40 21st Street Long Island City, NY 11101-5448

  
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  ADT Security Services

  4725 Enterprise Way Modesto, CA 95356-8967

  

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:07/26/2023

  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.

  faulty system

  

  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.

  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.

  Customer Answer

  Date: 09/14/2023

   
  Complaint: 20380563
  
  I am rejecting this response because:

  please see attached.

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

  

  Business Response

  Date: 10/16/2023

  ADT stands by its decision & considers this case closed. 

• 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.

  On July 11th @ 10:35am I called ************** and got "Tutia," who would not provide her ID# or last name. She advised that is would cost $59.00 to have a tech place my 33-year-old back door sensor into new door. I baulked, i.e., account's ***** old / service history only two battery replacements. Then she stated that anybody could replace sensor. I asked to link me w/said data online, concerned that the warranty would be voided: she did not. I additionally, shared that I'd received calls from unidentified numbers w/messages that my system wasn't working and needed to be checked. ***** transferred me to account management: @ 11am "*****" ran test where I keyed as per her instructions, we were disconnected, she did not call me back. I called back and got "****" @ 11:15am whom I could not understand and, he indicated that there was no supervisor available: called ended 11:30am. At 2:20pm I called back and exercised your 30min call back option vs. waiting the advised 20mins. ********* called me back from ************** @ 2:41pm: I recanted my experience: she could not help me and advised that a call back from Account Managment could not be arranged. Frustrated, I thanked her and ended call. On July 20th, the alarm went off and "****" called to verify what was happening: I verified that all was well and, sought his assistance in garnering the tech service needed. **** @ 9:55am transferred me to "*****:" I reiterated all to her, who confirmed that sensor replacement by anyone other than an ADT Tech would void product warranties. ATTN: BBB There are too many characters in my complaint to send @ once: I've emailed the entire complaint to you, through your "Email this BBB." And it's in your Desired settlement's Explanation window.

  

  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 is proud to offer convenient virtual service resolutions to all customers. QSP is ADTs extended limited warranty plan. Labor and replacement parts covered for ADT installed equipment only. Customer damage/misuse, ************************** installed outside cameras, acts of nature and intrusion damage are not covered. Batteries replacement is not covered.Overtime rates apply for service after-hours service calls. In the event that an ADT technician is required to visit your premises, ADT will charge an on-site assessment fee of at least $59 per visit. Current terms &conditions are listed: **********************************************************************************************************

• Initial Complaint

  Date:07/26/2023

  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.

  My home ADT system is erratic. I have spent too much time on the phone with them-it checks out fine on their side. A few of the occurrences have been a night when I forgot and left the sliding glass door in the kitchen open, and the system still allowed me to set it. I didn't discover it until morning. If the system is set and I come in my garage door, the system no longer warns me. ADT says it checks out on their end. I have spent hours on the phone with them and have e-mailed their CEO with no response. I am 87 and would REALLY appreciate someone helping me! Should I call the police? newspaper? TV station? More work than I have time for. Any help you would be greatly appreciated.

  

  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 sensor in the home & issued a lowered rate. 

  Customer Answer

  Date: 09/24/2023

   
  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:07/26/2023

  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 was chatting with a lady name ******** D in the website and I asked her if she could look up a code for me for adt that was giving to me when everything was set up and she proceeds to say I am sorry but we cant do that for you and I was like it was for a code I wanted to know what it does and what its for and she kept saying I cant do that is there anything else I can help u with. I felt she was trying to brush me off and just being flat out rude then when I asked her for her work id and or first and last name so I can call her corporate office she then said sorry we can give that out either! I seriously will not RECOMMEND ADT to nobody ever again they are not a good company they raise ur bill with out telling U and all that!

  

  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.

  Customer Answer

  Date: 09/05/2023

  I feel I should get some kinda discount or refund on my bill because that was not right at all how I was treated 

  Customer Answer

  Date: 09/06/2023

   
  Complaint: 20380134
  
  I feel I should get some kinda discount or refund on my bill because that was not right at all how I was treated 
  
  Sincerely,
  
  *****************************

  

  Business Response

  Date: 10/16/2023

  ADT has applied a 2 month credit for the customer experience. 

• 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.

  9/1/22 Contacted ADT to cancel Pro account. Had a good experience & wanted it in our new home that would be ready in 10 months. Told me if I got ADT BLUE they could waive cancelation fee. This was fine since we had a good experience. 9/1 They submitted my order for devices too early. The first package was stolen. 9/22 They only have wired doorbell options; I returned that (return confirmation attached). I called to try to get assistance w/ set up & removing "basic camera service" from bill since we don't have doorbell. When I got told I had to cancel my other account with **********************. ADT wouldn't cancel w/o the activation code from BLUE ADT. I was on the phone for HOURS trying to get this process done over DAYS w/ different agents because no one seemed to know how to help. They then said I needed to sign my BLUE ADT contract 9/26 They gave me a contract to hurridly sign that doesn't have the correct monitored address or length of contract time I requested (should have been ********************************************************************** for 12 months) and was told this would be updated after signing. I have not recieved a new copy of the contract. Because of the terrible expereince, they told me they discount/waive my cancellation fee when we move out. 10/1 I get a notification it is being monitored live, but still can't get the system to connect with internet or app. Got no support calls back.7/12 I called 2x to end services and to have them honor the cancellation they told us about and get return labels for the rented devices. Acct Mgr said she was the only who could help and refused to give me to a mgr. After 30 min she said someone would call in ***** hours. No one called back. 7/18 Called 6 times in order to connect from mystery call failures. new Acct Mgr submited a case to be reviewed. 7/19 I received an email saying they reviewed "everything" and they will not provide a waive of the cancellation fee OR discount 7/26 Still no return label & being charged for ALL services

  Customer Answer

  Date: 08/11/2023

  I still have not received a return label to return my equipment. Regardless if I needed to pay the cancellation fee or not, it shouldnt be this long or difficult to return the equipment. The earliest record I have is since mid-late July, but I have been asking on all of my calls as well. 

  Customer Answer

  Date: 08/14/2023

  I still have not received a return label to return my equipment. Regardless if I needed to pay the cancellation fee or not, it shouldnt be this long or difficult to return the equipment. The earliest record I have is since mid-late July, but I have been asking on all of my calls as well.
  

  Customer Answer

  Date: 08/22/2023

  I HAVE PUT A STOP PAYMENT WITH MY BANK FOR RECURRING CHARGES! I have STILL not been given any return label information for the borrowed equipment (which is required to be returned upon ending services with ADT blue) or any further help from customer service about ending my account or at the very least returning the equipment while there is a dispute. They know I have moved, there is no longer monitoring of the address, and they are still charging me for services and rented equipment up until today when I have now put in a stop-payment so no more payments come out of my account. It is now Aug 22, 2023

   

  Updated Complaint details:

  Date Problem Occurred:
  First problems began when trying to cancelPro account and sign up for BLUE account. 9/1/2022
  Date(s) Complained:
  Most of the month of Sept 2022, October 2022, and July 2023
  Purchase Date:
  "Contract" was originally signed 
  Salesperson:
  Multiple people have been talked to throughout the entire process. IF they accurate tracking, their internal systems should be able to say who talked to me and when. 
  Product/Service:
  ADT Pro and ADT Blue monthly monitoring
  Model #:
  None Provided
  Account #:
  None Provided
  Order #:
  *******

  Contract #: 

  626652

  Purchase Price:
  $26.13/month
  Payment:
  $26.88/month has been coming out
  Disputed Amount:
  I would like my monthly payments ($26.13/month) since the contract start date refunded AS WELL AS a waive of the cancellation fee to break the contract

  

  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.

  Blue has made multiple attempts to reach the customer. 

  Customer Answer

  Date: 09/20/2023

   
  Complaint: 20379814
  
  I am rejecting this response because I have NOT had anyone reach out. I have no voicemails from anyone and whenever I have called I have been told I will not be helped.  Every time I have reached via email my responses are ignored and not responded  I STILL DO NOT HAVE ANY RETURN LABELS TO RETURN MY EQUIPMENT! the devices are here in my office because Im afraid Ill be charged for not returning them.

  The only thing I have received is an automated message that my payment didnt go through because I have had to block the payments because I am not even using the services. Not have I for a couple of months. 
  
  Sincerely,
  
  *******************************

  Customer Answer

  Date: 09/26/2023

  I just had ADT billing call me about my account. They said they can't handle cancellations or give me a return label. I was in the middle of a work meeting and he said he could transfer me but couldn't tell anyone to give me a call back from the correct department who can handle cancellations. Only the billing department has called me due to my stop payment and refusal to pay. I have yet to have anyone from a department call who can actually help with the cancellation contact me. So to report "we have been trying to contact the consumer" or whatever is a false statement on ADT's part. I need someone who can process a cancellation, give me a refund due to a lack of services provided, AND give me a return label for the equipment that I still need to return. It seems like they are making me keep the equipment to validate their wanting to continue charging me. But I am no longer a that address and there is nothing being monitored. 

  Customer Answer

  Date: 09/28/2023

  Just for due diligence I am making sure to ALWAYS answer my phone. Once again, yesterday 9/27 at 10:55 AM MT and today (9/28) at 4:41 PM MT, ADT's billing department reached out. I have asked, yet again for a return label and they said they can't help me and they cannot have the ***************************** (who is the only one who can cancel contracts) call me back I will have to call them. As a reminder, I have emailed and called every line and spoken to the account management team multiple times. She hung up on me the second I gave a frustrated tone because no one is giving me a return a label!!!

  Customer Answer

  Date: 10/03/2023

  Once again, I have received a call from the incorrect department. It is now in their COLLECTIONS DEPARTMENT. I will make sure to request here that if this goes to a formal legal collection service, that as part of my resolution I would like the collection WAIVED, as this is getting out of hand!!! I requested that they NOT call me at this time of day, as I am a homeschooling parent with a FULL TIME job. I have a standing meeting at 11:30 am MT and so I do not have the time to be transferred to another department due to work. I was told yet again that they can't make an appointment to call me back and that I need to contact ******************* But I have done this for MONTHS with no resolution. I am so over this!!!

  

  Business Response

  Date: 11/08/2023

  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 to reach them & have provided our contact information as well.

  Customer Answer

  Date: 11/08/2023

   
  Complaint: 20379814
  
  I am rejecting this response because: I have had ZERO points of contact to actually resolve this. The only people who are contacting me from ADT are their billing department to try to get me to pay for services Im not using at an address Im no longer living at. I still have not been able to get return labels for my rented equipment which is how they are justifying trying to be able to continue charging me! I have attached email communications that prove everything is automated billing emails and I have had zero voicemails or calls. When there have been calls, its been about billing and that department says they cant talk to me about helping in any other way. I get transferred to another department and mysteriously get disconnected.every time  I refuse to accept this as an attempt to actually reach me to discuss this matter  

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

  

  Business Response

  Date: 12/03/2023

  Blue's **************** will continue to make contact attempts. 

  Customer Answer

  Date: 12/04/2023

   
  Complaint: 20379814
  
  I am rejecting this response because: I want to tentatively reject this until I receive contact. Someone did reach out and left a voicemail, which is fantastic. However, I they want to replace my equipment and I don't need a replacement. The voicemail mentioned they would waive the past due balance, which I agree with. But I would also like my cancellation fee waived due to previously discussed items. I also need a return label to return my rented equipment (still in perfect condition) to Blue ADT. 
  
  I will accept when those 3 items are confirmed. 

   

  To reiterate:
  1) waive of past due balance
  2) waive of cancellation fee
  3) return label for equipment so I can return to their office
  
  Sincerely,
  
  *******************************

  

  Business Response

  Date: 12/06/2023

  We attempted to call this customerbut were unfortunately unable to reach them. We have sent an e-mail advising the customer of our attempts to reach them & have provided our contact information as well.
  
  Per reviewal of the account, she has not spoken with tech support since 2022 and would need to speak further with them to resolve any issues. The customer currently has a past due balance of $80.64, which we can waive in full and replace equipment if necessary. We have sent a follow up email to both ******************* and *****************************

  Customer Answer

  Date: 12/07/2023

   
  Complaint: 20379814
  
  I am rejecting this response because: I was able to contact an Account Manager. Again, their lack of understanding what am I asking shows they truly aren't understanding what happened and the severity of this. Now that I have moved and submitted a formal complaint, they want to replace my equipment (which it doesn't need to be replaced, it needs to be returned). This AM did provide an address for returning the equipment, but said they will NOT give a paid label as is standard because they will not be waiving the cancellation fee). 
  
  I removed my payment information as mentioned in previous documentation with this case a couple of months ago. I refuse to be charged for services not provided. I want the cancelation fee waived and to be finished with this. Because they are refusing, the forced a waive of balance and 2 months credit on my account to appear they they are "helping". I said that that is NOT what I am asking for or what is wrong, it's not an ability to not pay, it's a refusal and I have a block payment with my bank. He said it doesn't matter and I will continue to accrue a balance because he's not canceling the contract. They have violated their monitoring contract (to which I never received an updated contract and never fully received services under the correct address) and feel the cancellation fee should be waived, as is what I was promised when I went from ADT Pro to ADT Blue. 

  I do not feel I should be forced to continue working with a company when they have not correctly done their job, upheld their contract, or supported me for MONTHS.  Just because they verified a changed monitoring address now (but I still have no updated documentation) and they want to get their act together to offer technical assistance to set up at another new address over one year after signing this contract and after a formal BBB complaint is not reason enough for me to continue working with this company and in this relationship. I show more than enough reasons (legal and customer service based) that they continued since the start of my contract that they breached their contract. It is not fair that they can change their information on the back end, decide now that they want to fix everything, and enforce the contract and payment terms on MY side, but they don't have to uphold their side of the contract from the beginning. I do not feel there is any grounds to force me to be a customer.
  
  In the end, the AM hung up me despite being very calm and requesting to speak to someone else (a manager or equivalent that could discuss the waive further) which I thought was extremely poor customer service and incredibly rude. 
  
  Again, in summary, I did not agree with the forced credits and past balance waive they put on my account as a replacement for my additional request to waive the cancellation fee. 
  
  Sincerely,
  
  *******************************

  

  Business Response

  Date: 12/08/2023

  We have made further contact attempts to the customer, but were unfortunately unable to reach them. We have sent an e-mail advising the customer of our attempts to reach them & have provided our contact information as well. 

  Customer Answer

  Date: 12/08/2023

  They haven't emailed me at all!!! They called me at 7 am MT this morning, to which I responded to that last email that I received from them not to call that early in the morning. As I am trying to get 2 kids out the door. They have not made any faithful attempts to contact me and have barely made an attempt to address the root issue! This is absolutely absurd. I will simply be putting in another complaint. It is UNETHICAL to let a business go against it contract while trying to force and uphold customers to their portion while providing the worst customer service experience and stress. 

  Please see my email attached that shows they have not responded to me other than when I called and was hung up on this week! I will not be paying out the rest of my contract and I will not be upheld to the contract if the company is allowed to breach their contract (to which there is nothing in the legal jargon that says they can breach their contract). 

• 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 signed up for home security in 2009 with ******** security. I have paid my bill on time for almost 14 years. The company was sold to ADT in feb 2021. I never signed any type of contract with ADT. Now I decided to cancel the alarm monitoring because we will be moving. The person at ADT told me I owe them over $500.00 for early cancelation of my contract. This is total BS because I never signed up for anything from ADT and the ******** contract is 14 years old. ADT never reached out to me for any signing of a new contract. Only time we heard form them was to tell us the price was going up. I feel that this is very unethical and criminal on their part. And should be addressed.Thanks you *****************

  

  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 waived the contract termination charges incurred. 

• 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 a customer of ********************** since Aug, 2015. The system was outdated and not communicating properly and ADT want ~$800 to upgrade it. Another competitor offered to upgrade if we switched to their service. Since the ADT contract had been fulfilled, we elected to switch.On 17-Jul-2023, I called ADT to cancel. After waiting over an hour, I was able to cancel. On the call, they indicated that I would be billed for an additional 30 days. I argued, but they rep said I needed to call billing.On 26-Jul-2023, I received a bill for $35.40 for monitoring in Aug. I then called ADT again and discussed it with their billing department. She indicated that it takes 30 days to cancel an account. That is the most ridiculous thing I have ever heard since the system was removed and not functioning. I have reviewed by contract and it does not indicate that 30 days are required to cancel. ADT is simply trying to stick it to people and it's unethical! They cannot change the terms of a contract without agreement. I should receive a refund for the unused period in Jul of $27.07 which I paid on 30-Jun.

  

  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.

  1. PAYMENTS; TERM; CONSUMER REPORT. All charges are payable in advance. The initial term of this Contract is three (3) years . ADT's alarm
  monitoring and notification services will begin when the equipment is installed, operational and communicating with ADT's Customer Monitoring Center
  ("CMC"). 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. If terminated, this Contract ends on the last day of the then-current term. I may terminate my service by calling ADT at ************. I
  authorize ADT to obtain a non-investigative consumer report, commonly referred to as a credit check or credit report, about me from a consumer reporting
  agency at any time during the term.

  Customer Answer

  Date: 09/05/2023

   
  Complaint: 20379025
  
  I am rejecting this response because I am told that is takes 30 days to close an account.  That is ridiculous. It does not.  They are simply being greedy.
  
  Sincerely,
  
  *************************

• 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.

  ADT charged me without my authorization while closing my account. When speaking to the customer regarding my termination. I requested a final bill to be sent to my home, so I can pay. The agent said ok and proceeded to close my account. Within 2 days I received a a charged of about $1,500t to my account without my authorization or acknowledgment as I was not told this would happened and the agent told me that a final bill would be sent to my home address and my services will be cancel a month later.

  

  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.

  The customer was charged in accordance to their signed contract & Retail Installment contract, which states that upon closure of the account, the balance of equipment is due in full. 

  The customer provided express authorization for automatic debits of balances owed. 

• 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.

  On July 17th I asked ADT to close my account. I first had Blue by ADT then was told to switch to ADT+ as my keypad no longer worked and was not supported by the company anymore. Received the ADT+ equipment and *** to lack of customer service, I returned the equipment and asked to return to Blue by ADT. Once again, due to lack of customer service I asked that both accounts (ADT+ and Blue by ADT) be closed. They are still billing my credit card and all equipment has been returned via ****** I need them to stop billing my account and close ***** accounts.Thanks.

  

  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.

  We have confirmed that the ADT+ account is closed. 

• 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 called ADT to cancel on 6/26. I was under the impression my account was cancelled, but they claim they never spoke to me or verified it was me cancelling so it could have easily been a "Random stranger". I agreed to pay to next months service fee, so clearly I spoke to someone. I received a bill reporting that I was two months past due. I spoke to 3 people on the phone. 2 of which were incredibly rude. They were talking over me, refused to allow me to speak to a supervisor, and repeatedly told me if I called back I would "waste hours on hold for a similar answer". I spoke to one person (the second time I called) who was kind and offered to correct the date of my cancellation, but while on hold, someone else answered who was very unprofessional. He informed me if I spoke to a manager, he would not cancel my account and they would continue to bill my account. I informed him I did not want to complaint about a payment on the account, but rather complain about the terrible customer service. He continued to refuse to allow me to speak to a manager and blaming me for why I couldn't talk to a supervisor. This company makes it impossible to cancel your services and seeks to send you around in circles while they continue to rack up billing.

  

  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 confirmed that the account is closed & a partial refund has been issued.