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
- 10,892 total complaints in the last 3 years.
- 3,672 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:07/23/2023
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.
TL;DR: Worst consumer experience of my life--see ALL CAPS.(Poor grammar for brevity)ADT tech came for test/inspect 1.5 months ago. Our (rented) home had an existing ADT system. I had two questions, which informed my decision of whether or not to sign a service agreement:Would motion sensors be triggered by cats? What is included in $50.99/month service fee, and are there additional fees?To first question, tech said our motion sensors aren't triggered by anything < 80 lbs.To second question, tech said, among other things, our system would let us use the camera via the ADT app (and assured us: no additional costs).Relying on this, I started service. Tech then installed a new control panel b/c they 'wanted to start [us] out with new equipment. After this, they said our existing ADT camera wasn't compatible, and they didn't have a new one on them, but would come back to install one.Tech has never come to install it, leaving us without a working camera. A second ADT tech (and other ADT reps) told us we must pay >$300 for new, compatible camera, and they cannot even put our old panel back on.And, motion detectors are triggered instantly by our cats. The second ADT technician said our existing motion detectors, contrary to what first technician said, will be triggered, and if we want newer motion detectors that won't be, we have to pay.The issue was finally escalated to an ADT customer support manager. I described the above, and said I wanted a refund for the (non-functional) service, and for the contract to be terminated. They REFUSED BOTH.THE MANAGER INSISTED THE CONTRACT I SIGNED WAS FOR MONITORING SERVICES ONLY--THAT ANY MISREPRESENTATION MADE BY THE **** OR ANY IMPROPER INSTALL (even if it rendered the system unusable) WAS IRRELEVANT. They said I had no further recourse besides filing suit.ADTs actions have been so utterly disgusting, that despite the hassle, I actually will file in small claims court should ADT not rectify this immediately.
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.ADT has confirmed that the customer's account is closed.
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.
When I got ADT the installer had me sign the installation on a tablet. Fast forward a bit they raised prices I wanted to cancel and I supposedly signed a three-year agreement which I was not aware of or told of. All I signed was the installation when they put the cameras up. While I was on the phone with them, I asked them to email me the so-called contract five days later I still have not received an email from them with this supposed three-year agreement. ADT was being very shady with this process with only having a tablet to sign. I didnt get any documents or anything. To cancel I would literally have to pay the rest of the 3 years of payment. When I called to cancel, they gave me a little discount, but they charged my account the full price for that months bill. I went to the reviews of ADT and it seems that I am not the only one this has happened to. If there is an agreement, I should be well aware of it and have documentation given to me after signing. I was told I was signing the installation paperwork that the installer did his job. I believe they are taking advantage of customers, raising prices when we have a suppose contract with them and then theres no way of getting out of this contract.Business Response
Date: 08/20/2023
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.ADT has attached the customer's contract & retail installment contract. We have also attached the Certificate of Completions we received from DocuSign; which shows the contracts were signed from e-mail address: ************************
Customer Answer
Date: 08/21/2023
Complaint: 20363335
I am rejecting this response because:I have no doubt that the installer had me sign once installation was complete. The problem is he didnt tell me I was stuck in a multiple year agreement and cancellation cant happen without paying the entirety of the contract.
I am also not the only one this has happened to according to there reviews online.
also I cant seem to open the pdfs attached
Sincerely,
*****************************Business Response
Date: 10/03/2023
Customers are afforded 3 business days to review the contracts in full. If they do not agree with the term, they are able to cancel within their 3 Day Right to Rescind timeframe.
The customer did not request cancellation within that time.Customer Answer
Date: 10/03/2023
How am I supposed to no this when I was not given any paperwork? I sign an iPad after installationInitial Complaint
Date:07/22/2023
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.
July 2023. I called ADT and asked them to cancel my service because I couldn't afford it. They decided to give me a discount, so I would only pay $19.99 for six months, which I agreed to. I also asked them to take me off Autopay. They did not take me off Autopay. They withdrew $19.99 from my bank account on July 19 without my permission. I want them to remove me from Autopay.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 has been removed from auto-pay.
Customer Answer
Date: 08/31/2023
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:07/22/2023
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 cancelled ADT security services years back. With zero balance. ADT sent $339.86 bill to Transworld systems *** collections. Ive called ADT and they they say I have zero balance yet Im I am in Collections, and they wont stop calling and mailing me a fictitious bill. Can you stop this. Thank you *********************** *******************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.
The customer's account under customer# ********* was cancelled due to non-payment in 2021.The customer had more than 1 account with **********************.
We have waived the balance; as a gesture of goodwill.
Initial Complaint
Date:07/22/2023
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.
Lied about sales price. Lied about contract terms. Lied about relocating and taking system. Deceptive sales practice all around from sales man. NEVER AGAIN WILL I EVER DO BUSINESS WITH ADT THIEVES AND CROOKS. Overcharged for USED AND FAULTY EQUIPMENT. On the phone for almost 3 hours to be transferred over and over again until they hung up. NO CUSTOMER SERVICE WHATSOEVER.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.The customer's last service call was 07/2022.
ADT has applied credits in the amount of $450.00 towards the final balance.
Customer Answer
Date: 08/22/2023
Complaint: 20361706
I am rejecting this response because: the full amount for the used equipment that was installed and sold as new is still being attempted to be collected. Ive called multiple times and have had rude customer service representatives and read that ADT IS NOTORIOUS FOR DECEPTIVE SALES PRACTICES TOWARDS CUSTOMERS. It is an ongoing issue with their salesman telling lies and working with the installers to installed used faulty equipment that doesn't work to save money on their own equipment cost.
Sincerely,
*****************Business Response
Date: 09/26/2023
ADT stands by its decision & considers this case closed.Initial Complaint
Date:07/22/2023
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.
On 4/16 I signed a contract with ADT PLUS. For a new security system.. I received all equipment but when needing to ask questions regarding g billing and withdrawal of money from my account! I have NOT UNDER ANY CIRCUMSTANCES BEEN ABLE TO REACH A CUSTOMER SERVICE REP. ***** cancelation initially my question was about billing but go to the deceptive behaviors a Not been able to reach a person who handles billing outside of tech support has been unsuccessful. I have two payments coming out of my account and if I needed to Change my billing date was told I could not do so. Mind you there are several different companies attached to ADT its ADT blu, AdT plus which is what I have an others. I have tried to reach these people for about a month no success on the chat or customer service only tech support. Then they tell you they cannot assist you with that Matter regarding billing and disconnect the call. Adt plus has several different numbers with the same prompts. Youre placed on hold.. with mo option to discuss your bill based on the prompts setting. I would like a full refund if possible and cancelation of my contract with ADT with no further obligations including equipment. I do not wish to have my contact cancelled without any further obligations to me financially.Business Response
Date: 08/22/2023
We attempted to call this customer, but were unfortunately unsuccessful in reaching them. We have left a voicemail & sent an e-mail advising the customer of our attempts to reach out.
Per reviewal of the account, we have concluded that we can apply up to 2 monthly credits towards monitoring due to the poor customer experience they have had thus far. We also can send up to $50 worth of equipment free of cost.Initial Complaint
Date:07/22/2023
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.
Hello--Our ADT system has not worked since approximately June 2023. A tech was supposed to come out in June to fix it. ADT cancelled that and said they'd have someone out by July 17. We received no callback. On July 21, an incredibly rude account rep ********* "***?") said that he would cancel the account as of August 21, ****, but would bill us for ***** July , and August 2023, even though we have no working service and have continually been denied a technician coming out to get our service up and running. I have never spoken with such a rude representative in my life. I should note we are not under contract with ADT and have been customers since 2013.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 customer's account is closed & a refund has been issued.
Customer Answer
Date: 08/31/2023
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:07/22/2023
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.
On 07/22/2023 at approximately 9:20am ADT tech came to my house and said he was there to replace our Guardian security panel because ADT bought out our account. I told him to leave immediately because i was not notified of anything by Guardian and had no plans on changing my security system. I then called to my security system - Guardian and they said they dont do any business with ADT and there was no notes on my account about switching to another company or anything else. Then called corporate ADT and they said they had an order placed for panel replacement with their local dealer, no word on who placed that order. I never had any communication with ADT and had Guardian for the last 4 years on auto pay, without any changes. I am furious because I cant believe another security company (ADT) would just show up at my door, enter my home and try to replace my security system without any authorization from me. This is not acceptable business practice. I want an explanation from ADT and assurance that this tactic would not be used on other unsuspecting consumers.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.Customer Answer
Date: 08/22/2023
Complaint: 20360980
I am rejecting this response because:
ADT provided no response as to who placed the alleged order to swap my security system to ADT. Business only responded with generic sorry for the inconvenience they did not research the issue to determine why it happened, nor take steps that this wouldnt happen to other customers in the future
Sincerely,
***********************Business Response
Date: 09/28/2023
Upon review of of our records, the customer's home was not approached by an ********************** Pro/LLC employee.
It appears that the customer had interactions with an authorized dealer.
Initial Complaint
Date:07/22/2023
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 called ADT May 19, 2023 to cancel services. That service was canceled but ADT deceptively had me add new services to my new address. I had until June 19, 2023 to cancel. A natural disaster hit ********* and over ******* ppl lost power for days and weeks. My power was off June *****, 2023. I called ADT and emailed them the ltr from SWEPCO the company that restored the power. When I called ADT to cancel the new service I didn't want, I was told it was too late. I've been trying to cancel ADT for 2 months and they keep taking monies from my account. I never activated the service. I just want it canceled at this point but a refund would be great.Business Response
Date: 08/22/2023
We have attempted to reach out to this customer. Upon answering, the customer disconnected the call immediately.
Per reviewal of the account, the customer would be responsible for their balance of contract with ADT+, but we can escalate to ensure that their Pro balance of contract is waived if needed.Customer Answer
Date: 09/05/2023
The fact that this issue was out of my control is the problem. That can not be a business practice that business is more important than life. The storm hit South ********* June 16 - 20, 2023 I was unable to cancel because there was no power for ******* ppl.Customer Answer
Date: 09/05/2023
Complaint: 20360884The fact that this issue was out of my control is the problem. That can not be a business practice that business is more important than life. The storm hit South ********* June 16 - 20, 2023 I was unable to cancel because there was no power for ******* ppl.
Sincerely,
*************************Business Response
Date: 10/16/2023
ADT has waived the contract termination charges associated with the ********* location.Customer Answer
Date: 10/17/2023
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: 10/17/2023
I never received any equipment to my address. I never received any services from ADT + that says I owe ADT +. ADT + has consistently disregarded the welfare of my family over their products and services. Their inhumane treatment of me and my situation needs to be known by the owner of ADT.Initial Complaint
Date:07/22/2023
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 purchased a home security system and signed a 3 year service agreement 2 years ago.With one year left in my contract, the two doorbell cameras I purchased from ADT two years ago for $500 have stopped working and are now obsolete because they are incompatibilitle with 5G internet service.I have been told by ADT that if I want to have camera monitoring service, I will need to buy new cameras costing $500 in total.The cameras have not worked for months, yet ADT continues to charge me a monthly data storage Fer for the cameras.Also, the smoke/heat/CO2 alarm I purchased with the new system is not operating properly and requires new batteries ever couple of months and not years as originally promised at installation.I inquired about the cost of germinating the 3 year contract early as I am deeply dissatisfied with my experience and was told I would have to pay $540.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.The customer does not have the adequate internet service required for the doorbell cameras to work.
We have removed the video line, reducing their rate.
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