Complaints
This profile includes complaints for ADT Security Services's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 10,901 total complaints in the last 3 years.
- 3,679 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe 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:07/24/2023
Type: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 trying for several days to cancel my service with ADT. I have been routed and rerouted to 4 different people after having spent almost 3 hours on the phone. ADT is attempting to continue billing me to 22 August 2023 even though I have cancelled effective 24 July 2023. ADT has continued to bill me for the full price of service even though several components have stopped working; door sensors, doorbell camera, and interior camera.My requested resolution is that this service be cancelled effective immediately and I be refunded the prorated amount of $22.64 which is equivalent to the daily charges for the remainder of the 31 day month from 24 July to 11 August.
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 cancellation & a refund.
Initial Complaint
Date:07/24/2023
Type: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 a problem with a window sensor message say low battery i call technical support it wasnt even five or three months since i got the service.they sent me a set of battery I bought two extra i use them already dont even last a three weeks i call back to adt and they have me tramfer me from one department to another have me for one hour at the end they hang up on me. Call again after my las battery run out two weeks later now they say my warranty is over and that i dont have a protection plan that i have pay out of my pocket a defective sensor which Im not willing to pay for a defective equipment.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 customer's contract, they do not pay for a *************** Plan & are outside of the 90 Day Warranty period.
Parts and labor charges will apply.
Initial Complaint
Date:07/24/2023
Type: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.
Do not think I should have to pay broken contract fee my services never worked. No supervisor manager will call me back. Email the sales rep three times no response. Security system never worked. I have had drunk people in my building after closing time. I was lied to about the service Nobody told me I needed a landline. Every time I call I get the run around lied to ect. I thought we had the broken contract fee resolved to the even gave me a confirmation number. Then I get a bill again and they say no that rep made a mistake. I do not understand how a massive company can not return a phone call by a manager.Business Response
Date: 08/22/2023
We regret any inconvenience the customer experienced & apologize for their frustrations.
We strive to provide the best possible service and it is important for us to know when our customers feel that we have not met their expectations.Ms. *******'s complaint has already been addressed by our Corporate office.
After further review, the customer claims that system never worked since install. Per the account shows that system was installed on 10/21/22 and the customer did not call us to report any issues until 1/6/23 regarding sensors. Tech was scheduled for 1/16 and he determined customer disco her landline. Tech serviced the doors for the customer and per the techs notes, the customer needs to reactivate landline or get a cell guard. The customer told the tech that she will let us know what route she will be going. Fast forward, on 6/8 customer (*******************) called in and cancelled the account out. The customer advised they went with a competitor.
As a gesture of goodwill, we have waived 50% of the contract termination charges. This leaves the customer with a remaining balance owed of $326.01 (customer has made partial payments towards balance).
Customer Answer
Date: 08/23/2023
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,
*************************************Customer Answer
Date: 06/18/2024
On 8-2823 I paid my final bill with ADT. In the memo I wrote paid in full. ADT cashed it with accepting this payment. Which was the final bill. I've had nothing but problems with ADT my system never worked and I had a drunk person in my building not even knowing. Last week I got a bill for a $100 that ADT sent to a collector. ATD NEVER even sent me a bill. It's been over a year since I sent them my final payment. Correction to credit reportBusiness Response
Date: 06/25/2024
After review of the account, we found that the customer spoke to *********************** **************** in July 2023. At that time, ADTs **************** addressed the customers concerns regarding her service. When the customer decided to terminate her contract early, ADT waived $692.57, which was 50% of the early termination contract balance in the amount of $1,385.13.The remaining balance of $100.00 that the customer owes is valid and ********************** would not be able to waive it.Customer Answer
Date: 06/25/2024
Complaint: 20367363
Why would they wait a year to bill ? And never send a bill ? They are a joke my system never worked. Never informed I had people in my building after hours. Never told I needed a phone line to make it work . Ha ha on me I guess. Hook everything thing up and leave knowing it doesn't work. ??
I am rejecting this response because:
Sincerely,
*************************************Initial Complaint
Date:07/24/2023
Type: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.
To whom this may concern, I have been without ADT service for four months. My house has not been protected. My house already got robbed. I reached out to ADT. Several times no one has gotten back to me. They finally reached out to me, or I called them again after being on the phone with them for several occasions they finally mailed me a self duet kit and I set everything up. Its not working I called and was on the phone with someone for an hour troubleshooting I requested to speak with a supervisor the gentleman informed me he cannot let me speak to a supervisor. I told him Im tired of troubleshooting. Im over it. I was frustrated and Im over. I was on the phone with him for an hour. The gentleman told me to just listen to him and we can do it. I tried again. He told me if I keep talking to him hes going to in the car for what reason I dont know I did not. I was not rude with him. I was frustrated I requested to speak to a supervisor twice. I asked him can he send someone out here from ATT to set up my system because its no longer working. He told me he cannot do that. I need to be compensated at least for the first two months and someone needs to set the system up my house currently is still unsafe because the alarm system is not working Ive expressed that to him. My house has been unsafe for four months now were going on for five months of my house not being protected. Can someone please have someone call me regarding this matter. Thank you so much for your time and have a great rest of your day.Business Response
Date: 08/23/2023
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 successfully reached out to this customer to educate them on their options. We have replaced 3 sensors and offered virtual assistance/tech support.
Customer Answer
Date: 08/23/2023
Complaint: 20366964
I am rejecting this response because: when I originally called for my issue, I was not given the option to either cancel the service or have the items replace since I put in a complaint to the Better Business Bureau then I was given the option to have the sensors replaced, when I told them I no longer want the service and to just please take the stuff back during the time that Im able to cancel service. I was told he informed me that he went in the car because I was frustrated I no longer want the service when someone reached out to me telling me that, if I cancel the service they will charge me $317 because my probationary period has ended. I told her no one told me about a probationary period and I have a option to either be satisfied with the service or dissatisfied with the service its not working I informed them that I no longer want the service, but I was threatened by the customer service agent when I called him and was on the phone with him for two hours letting him know that I set the sensors up correctly. I emailed him pictures letting him know the sensors were done correctly and he threatened me saying that he was going to end the call because I said I wasnt happy with the service and I no longer want the service and I was in the time frame for them to send me a return box with labels so I can return back the merchandise when someone reached out to me from ADT after I put in a complaint she did inform me that if I am no longer happy with the service I will be responsible for the products and it will cost $300 thats not fair because I would never was told that , when I originally received the merchandise and when I spoke to complain up about the merchandise and the service, I never was given that option so I no longer want the product because it doesnt work and if a product doesnt work, how are you gonna lock me into it, if the pieces are no longer working I emailed the guy and showed him that I am doing it correctly. He even agreed with me he didnt give me the option to send me something only then when I put in a complaint, I was given the option to replace a Center Im not happy with the service. The pieces arent working you cant force me into a contract when I said, I wasnt happy with the service when I still was in the timeframe to send the stuff back.
Sincerely,
******************Business Response
Date: 09/26/2023
Per reviewal of the account, the customer is currently in a Flex-fi loan for 36 months. Due to the request of cancellation after the 30 day trial period, the customer is responsible for any additional fees. We have sent 3 door/window sensors and went over the process for relocation to pro for a professional install system.Customer Answer
Date: 09/26/2023
Complaint: 20366964
I am rejecting this response because:
Sincerely,
******************I originally called because the bill wasnt getting paid because my landlord had passed away. They were giving me the runaround for 5 to 6 months regarding them sending me a pass code through the mail. I never received anything through the mail. I was given the option to do service in my name for myself, I was told that I can cancel at any time if I wasnt happy with the service I never received a time limit of when I can cancel. I tried to set it up myself its not working I called and stayed on the phone with a customer service representative for three hours and it still didnt work. I am unsatisfied with it this service I have not received it theyre still billing me and the *** system is not working I no longer want the service. I never received an option to decline a service had I did that then I wouldve made sure I did not want this service in time but its not working. I said everything up and its not working.
Business Response
Date: 10/24/2023
Blue stands by its decision & considers this case closed.Customer Answer
Date: 10/24/2023
The service is still not working. Im getting charged and I dont want to pay for a service thats not working. I mentioned this in my original complaint it hasnt been working. Ive sat on the phone for three hours with with someone. Can we just cut ties and leave it alone because I dont know what else to do.Initial Complaint
Date:07/24/2023
Type: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 maybe 2 months ago and I wanted security service for my home. I ordered an outdoor camera and a ring doorbell for my front door. The package was supposed to arrive months ago when I first ordered it. I then received the package from my neighbor as the package was misdelivered by the delivery company. (2 months later) I called several times to report not receiving the box. A neighbor brought me the box 2 months later and then I tried to install it. I called because my fianc and I were having trouble installing it. Then after several tries, I decided to send it back. I called for several days and finally got a customer service rep on the phone, and they informed me the boxed said delivered months ago and that I was unable to send it back even though the items are unused, and I stated it wasnt that I didnt want the service I cant install it. He informed me that I could pay a private company to install it and that I would be charged since it was over 30 days. This is very unprofessional and very misleading. I called this company months ago and it is hard to get someone on the line for anything. How can I trust them to watch over my house when they barely answer the phone.Business Response
Date: 08/23/2023
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 successfully reached out to this customer to educate them on their options. Equipment has been unused. ADT has offered virtual assistance for setup, technical support for troubleshooting/setup, and credits for their monthly bills, which were declined.
Initial Complaint
Date:07/24/2023
Type: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.
It's bait and switch situation we were told we were going to get a touch screen display monitor for our security system and we had the same monitor that we have previously. We are also being charged $1,000 installation for devices already in our home nothing was updated. I want the contract ended now I don't want to pay for something we've already paid for twice. They need to be accountable for what they promise and did not deliver.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.After review of the account, it appears there was a misunderstanding regarding the equipment that was installed. *************** advised the wrong panel was installed and she paid for a touchscreen panel. We advised ***************** that she wasnt charged for a touchscreen panel. A regular panel was installed during the installion. As a goodwill, we offered to issue a credit for the amount she was billed for the regular panel. *************** declined the offer. We also offered to swap out the regular panel for a touchscreen panel. *************** declined the offer and requested to cancel and be release from the contract. We advised *************** she is under a 5 year agreement and will have early cancellation fees. She is also under an installment plan for the equipment and the balance is $822.87. The customer was not satisfied with the resolution.
Customer Answer
Date: 08/28/2023
There was NO validation and NO misunderstanding ADT deliberately did not provide the correct display as we agreed on. I was not told there was a misunderstanding when I clearly spoke to the salesman and the representative for ADT several times about that, if I was given an amended contract why is my monthly payment showing that I am paying for a touchscreen? I was not made aware I was under a 5 year agreement. I looked at the contract from 2021 and it was not changed or amended under me. The contract I signed was for the display screen model. If the screen wasn't included the contract should be void & a new one written up. I'll continue to complain and file complaints until we are done with this horrible company. I want to be done with you altogether. Horrible way to do business.Customer Answer
Date: 08/28/2023
Complaint: 20365776
I am rejecting this response because: What I signed a new contract under was NOT what we got. Now we have a 5 year contract that wasn't listed in the original contract. Business not acting in good faith. Charging for a system already set up by ADT & trying to extort money from me when they are the ones who validated the contract. The lack of care and lack of good faith makes this contract void. I refused the display screen because I don't want to be locked into another 5 year contract.
I want this to be done. I may only be 1 person but we've been with your company since 2012. Not worth any more of my time or money.
Sincerely,
*************************Business Response
Date: 09/26/2023
ADT stands by our decision & considers this case closed.
We addressed this complaint via the Attorney General.
Initial Complaint
Date:07/23/2023
Type: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 am paying for service under a three year contract. The company is unable or unwilling to provide those contractual services. My system is down more than it is working in the last few months. Many service techs and constant issues. . If this security company is unable to provide security in accordance with the contract, why is my timely monthly payment expected? Why am I paying full price for half the service?Business Response
Date: 08/23/2023
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 apologize for the previous service issues that the customer has experienced. As a gesture of goodwill, we have applied a 3 month credit.
Customer Answer
Date: 08/23/2023
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,
***********************Customer Answer
Date: 08/27/2023
As of today's date, Sunday, August 27, 2023, I see no evidence of any credits applied to my account. Routine scheduled billing for my account remains in effect with another payment of ***** expected to auto debited from my credit card the first week of September. Under these circumstances, I would need to withdraw my acceptance of ADT's solution..
Thank you four assistance.
***********************
Customer Answer
Date: 08/30/2023
Complaint: 20365079As of today's date, Sunday, August 27, 2023, I see no evidence of any credits applied to my account. Routine scheduled billing for my account remains in effect with another payment of ***** expected to auto debited from my credit card the first week of September. Under these circumstances, I would need to withdraw my acceptance of ADT's solution..
Thank you four assistance.
***********************
Business Response
Date: 09/26/2023
ADT has confirmed that the credit was applied.Customer Answer
Date: 09/26/2023
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:07/23/2023
Type: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.
Over the year I have had many issues with ADT. I have emailed and called numerous times and I have had no help at all. No one ever came out to fix it nor did they try to reach out to me. Customer service is the worst Ive ever dealt with. Its a pain to call customer service because their customer service is overseas and I cant understand anything they say. I recently cut my ties with ADT and I called 3 times to find out how much it was and all three times were different numbers. It started at $1,200 then by the time I cancelled my service it went up to $2,500. I then got my bill and it was $2,700. They are charging me for a 60 month service that I wont be using and I will not pay for. It is illegal what they are doing and my lawyers are on stand by if needed. I want my bill adjusted to what I actually owe for the equipment. This is terrible and uncalled for!!Business Response
Date: 08/21/2023
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.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.
The customer has zero service calls & therefore, does not qualify for a release from contract.
Customer Answer
Date: 08/21/2023
Complaint: 20364971
I am rejecting this response because:I made numerous service calls and emailed numerous times to get the cameras fixed and the window detectors fixed because they never worked. When i did get ahold of them they said they would send a technician but they never showed up. When I call to see how much I would have to pay to cancel my account I was told 4 different numbers on 4 different phone calls. They kept changing their price of what I owed. The first one was around $1,000, second one was around $1,500 third one was around the same amount then the last one was $2,300. I then get a bill and its $2,700. I refuse to pay for a service I wont be using plus by NC law its not authorized. I take responsibility of paying for the equipment even though it never worked. I have it all stored away because I have no use. This company uses an overseas customer service and they are terrible. You could never get a hold of them and when you did you either couldnt understand them or the technicians never came. If I need to I will get my lawyer involved because they were absolutely terrible and never got done what was needed to fix my security service then lied to me numerous times. Its all on their phone conversation unless they lost those like they did my numerous calls and emails. This company is corrupt and just want to take money but I wont stand for it.
Sincerely,
***************************Business Response
Date: 09/26/2023
ADT has reviewed the phone call recordings & account notes.
Each time that the customer contacted ********************** regarding the camera quality, we offered to troubleshoot. We also offered service technicians, which was declined by the customer.
We were not afforded the opportunity to rectify the camera issue & therefore will not be waiving the contract termination charges incurred.
We consider this case closed.
Initial Complaint
Date:07/23/2023
Type: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.
On 6/2/2023, I called ATD to request the deactivation of my service. The last day of my service was set to be 6/23/2023. They agreed and processed my request. Not only did they not refund what I had overpaid for 6/24/2023 - 6/30/2023, but also, they charged me $3.27 for service from 7/01/2023 to 7/02/2023. The reason for this charge is "previous balance" (Please see latest_Statement.pdf). However, I had already made full payment for the entire month of June on 6/01/2023. The full amount was automatically charged by ADT because I had enrolled in autopay. As of 06/30/2023, I have no outstanding balance (outstanding balance is **** as shown in MyADT.pdf), yet they still charged me after my service has already ended. I find this to be highly unprofessional and borderline fraudulent. I would like to request a refund for the unauthorized charge of $3.27 as well as the overpayment for *****Customer Answer
Date: 07/25/2023
As I claimed here #********, I requested cancellation for my service. ADT asked my new address to mail the refund. Not only did they not mail the refund, but also, they keep charging me, as I claimed previously, and keep mailing advertisements to my new address. This is considered fraudulent. They deceived me and obtained my new address. I'm now concerned about the security of my personal information.Customer Answer
Date: 08/15/2023
I have contacted ADT for clarification. This issue has been resolved. If you have not received any response yet, please withdraw the complaint.Initial Complaint
Date:07/23/2023
Type: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.
Ive been trying to cancel all my accounts for 2+ months now. Everytime i call they tell me someone will contact within 72 hours but no one ever does.Business Response
Date: 08/22/2023
We regret any inconvenience the customer experienced & apologize for their frustrations.
We strive to provide the best possible service and it is important for us to know when our customers feel that we have not met their expectations.
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