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

  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

  5 Marway Cir Ste 17 Rochester, NY 14624

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:07/25/2023

  Type:Order 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 recently called ADT to cancel my account since my family and I were moving to a safer neighborhood. After over 3 hours of being transferred and them refusing to cancel my account, I was told that a 3 year contract was signed that wasnt true but at this point I was ready to end this aggressive conversation. The representative said he would only cancel the plan if I planned up for a new plan that I HAD 30 DAYS TO CANCEL. He said otherwise he wouldnt help me. He also mentioned that it was not contingent on any promises. I agreed. After receiving the new package I realized that the new products were not great and not necessary as I previously expected. So I attempted to cancel the no obligation plan that is within the ******************************************************************** numerous times. I would be told through one representative that they closed at 10pm and 9 pm from a multiple people. Then I call around 7pm and was told only a specialist manager could cancel my account and each time I asked to speak to one they would tell me how theyre unable. This time they said theyre not available after 7pm which is stated no where. I have asked to leave a formal complaint or to receive an email address to discuss their business practice and would be disconnected. What they are doing is illegal and against their policy. I just want my account to be canceled and not held hostage.

  Customer Answer

  Date: 08/14/2023

  They randomly charged over $589 to our card on file without any explanation and is avoiding my calls. But we are still being charged a monthly charge.

  no explanation or reason. This is being to look like fraud on their behalf.

  

  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.

  ADT has refunded $626.

  Customer Answer

  Date: 09/06/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *********************************

• Initial Complaint

  Date:07/25/2023

  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.

  Service cancellation is difficult to complete with barriers set up to obstruct customer attempts to cancel service. ********************** has a single service team that is capable of cancelling service who have over a one hour wait time to reach. After multiple attempts to cancel service a representative provided the option for a call back, this was not made available through the automated system. Service cancellation should be as accessible as any other product or service being offered by ADT.

  

  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 confirmed that the customer's account is cancelled. 

• Initial Complaint

  Date:07/25/2023

  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.

  If your military I strongly recommend to avoid ADT at all cost. I was told when I signed up that if I got orders to move that EVEYTHING would be waived and I would not owe a dime. 6 months later I got orders and now they are telling me they will waive the contract but not the equipment (they told me to leave behind because I would get new stuff if the new house could have ADT). So now not only do I not have the equipment, bc the house sold with it on it. But ** also stuck with an almost $2000 loan bill. I was told this was NOT a loan and that it was just payment plans that would be waived. Ive been in the military I would NEVER have knowing singed a loan knowing I would be moved.

  

  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 equipment fee & issued a refund.

• Initial Complaint

  Date:07/25/2023

  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 have been an ADT customer, and simply wanted to cancel my ********************. ********************** makes it extremely difficult to cancel their services -- they have chat available online that is available in seconds, but you have to wait on hold for 45+ min which I don't have time for to cancel. I feel they are doing this to impede the cancellation process.

  

  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 cancelled the customer's account effective 07/25/2023

   

  Customer Answer

  Date: 08/29/2023

   
  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 no additional charges are required upon cancellation of services. 
  
  Sincerely,
  
  *******************

• Initial Complaint

  Date:07/25/2023

  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 cancelled my service after about 2 months, due to the equipment not working properly. When I cancelled, I was told there would be an early cancellation fee of $3500. My sales person had originally told me that I had 90 days to cancel without a fee. That was untrue. I only had 3 days. To make matters worse, the technician who installed my service destroyed cables from my previous system, making that system unusable. He cut the plugs off of the end of the cables and either kept the plugs, or threw them away. Then he spliced ADT plugs onto the ends of my existing cables so that they would work with the ADT cameras. All because he was too lazy to run new cables. I would like ADT to pay me for the cost of my existing system, or at the very least, a smaller agreed upon amount. Whenever I call them about this, they always say a representative will call me back about it and no one ever does.

  

  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 offered to remove the doorbell & issue a $200 credit; which was declined. The customer was advised that she does not qualify for a release from contract & has been quoted contract termination charges.

  Customer Answer

  Date: 08/28/2023

   
  Complaint: 20374267
  
  I am rejecting this response because: ADT has made no attempt to reimburse me for my belongings that were deliberately destroyed by their technician. Also, the day that I cancelled my service, I was told that the early cancellation fee would be waived, due to all the trouble I had. Now they're not only charging the fee, they're also charging me for the equipment that they have not scheduled a pickup for.

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

  

  Business Response

  Date: 09/26/2023

  ADT has waived the contract termination charges. 

  However, the equipment charges are valid & not eligible for waiver. 

• Initial Complaint

  Date:07/25/2023

  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 a customer with ******** for years and ********************** purchased them. I called on 6/19 to have our service canceled since we were closing on a new house on 7/5. I was provided a cancellation # ********* and told since it is a 30 day cancellation policy our service would end on 7/18. Then I was scheduled to have a sales rep come to our new house to quote a new system on 7/13. I received a charge for $36.87 on 7/18 which I should not have. I called and was told this was for August ******** I asked why I would be charged for August since my service ended on 7/18. They had no record of me canceling on June 19th despite me providing a cancellation number. I spoke to 4 different people and every one of them had a different story. One said my service was ending in August, one said September 25th, one said it had not been canceled at all. I have phone records from my call on the 19th clearing showing I called 800-ADT-ASAP at 9:48am and had a 10 minute call (records are attached). Someone at ADT screwed up and no one will take ownership. I am being told there is no record of this phone call yet there is a record of it in my cell phone records! I will take this to court and you will lose!!! I still cannot get anyone to provide me a written confirmation of my cancellation from June 19th. The local sales rep who came to our new house to give us a quote got a refund issued for the charge but he is not able to provide any type of cancellation email. I will be disputing any charges that show up on my card which are not refunded. This company is TERRIBLE and the service is HORENDOUS!!

  

  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 confirmed that the account is closed, as requested. 

• Initial Complaint

  Date:07/25/2023

  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 called on June 19th to pay my equipment balance, ask when my contact ends and cancel service on that date. I was told that my contract ended July 19th. Which was perfect because I put in my notice that same day that I wanted our service terminated on the day our contract ended because we would be moving that day. They told me that was fine and I would recieve a final bill in a month and that I would no longer be charged after the 19th of July. I only just started getting mail again as my move and we had no bill yet. But today someone called me because they saw I was closing on my house and wanted to help me move service. He said he saw no cancelation. After talking to him, I explained to three different people and not one helped me. They said they saw that I called all the things I discussed but for some reason the person put in the notes that I was "not" resigning from service. I said that is not accurate or my fault they didn't do what I asked. I was moving! They would only allow me to put in 30 days notice. Refused to cancel me same day even though I already gave 30 days notice. Now I will have service in a house I'm selling on Tuesday until August 24th which I get billed on the 21st, like I (checked my account) was billed on July 21st. So now I will have to make two payments on services I'm not receiving and did not want. And because someone else didn't due their job, my hands are tied. I plan to contest the final bill and I want the ***** I was charge in July. I told them this seems criminal and the women told me the same thing today, that I would recieve an email about the call in 24 hours, we will see because I didn't get the cancelation email this time and who knows, come the 21st I might be charged again and told I have to turn in another 30 days notice. Now I have to wait 30 days to find out and pay for something I'm not receiving at a location I no longer live in and come Tuesday, will no longer even own!

  

  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's contract stipulates the 30 Day notice requirement. 

  As a gesture of goodwill, we have credited & issued a refund. 

• Initial Complaint

  Date:07/25/2023

  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.

  In January 2023, on the 18th of that month the phone line stopped working at our business, which was with ***** They said they were working on lines and in a couple of days it should be handled. Those days turned into weeks and weeks with no service. In the early days of February!!!!!!! **************** called ADT to tell them they could not monitor service because we had no phone line and it didnt appear that ATT would be able to repair it, so we would not pay for a service we were not getting, the equipment belonged to ***************.. After this call, Mr.. ****** made at least 2 other calls where he was told it was being looked into and handled and that they would get back with him. After that ***************** called and was assured it was being handled, it was not.. It was obvious it would not be handled, ***************** stopped the automatic payment that was being deducted from the account in late May, a payment had been deducted earlier in May. I stopped payments in late may at the bank. I was willing because of my health issues not to pursue this, wasnt up to it......but they have the nerve to send me a bill dated July 5, 2023 saying that I owe them from May 21, ***** to 7/30/23 in the amount of $142.29. ATT never could get our service going again, our phone line is now with spectrum,, alarm has to be on a certain internet that spectrum is not offering in this area. We can have no monitored security at this point. What they owe me is our money back from Jan. to May 2023. 5 months times *****, in the amount of $302.15.

  

  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.

  Upon review of the account, **************** did not advise ADT of the phone line change. It was determined by ADT during a 03/20/2023 service call. 

• Initial Complaint

  Date:07/25/2023

  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 alarms keep going off that batteries are low so we bypass the alarms. A few months ago, we paid a substantial fee to have adt replace the batteries and put our system back on line. Days later, the alarm went off again. We complained and the same gentleman came out and replaced batteries. Now, one by one, the low battery alarms are going off and we are bypassing. The police **** came out due to a fall alarm and our system is off line again all in the span of about 6 months. We want the problem fixed. We would like our services transferred to another adt provider. We would like to be refunded for the time our system has not been functioning correctly after the so called fix.

  

  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.

  As a gesture of goodwill, we have issued a 2 month credit. 

  Customer Answer

  Date: 09/06/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. Please note however that just last week, another low battery alert went off and we bypassed the alert which kept dinging. We called ADT but after 20 minutes on hold I needed to hang up. Just recently we had the batteries replaced and the entire house reserviced by adt. FYI re the service not providing us with the security promised.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:07/25/2023

  Type:Sales and Advertising 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 issues with my system for over a year - the issues began shortly after install. Due to COVID restrictions and my availability because of work, someone couldnt physically come to fix anything but also a rep never called me back either. Since I was not getting any customer service, I stopped paying. Now I have moved from the property and am trying to set payment arrangements and I cant get anyone that speaks English to help me.

  

  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.

  Please be advised that ADT did not ************** equipment during COVID. Therefore, there were no restrictions on ADT's end. The customer system was installed 09/2021 & we made attempts to service the equipment on 11/02/2021 (customer requested reschedule) &  11/11/2021 (customer cancelled service due to health reasons). The last payment we received from the customer was 12/22/2022. The account has since cancelled due to non-payment & the balance is valid.