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

  291 Cahaba Valley Pkwy N # C Pelham, AL 35124-1165

  
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  ADT Security Services

  1809 Olde Homestead Ln Ste 103 Lancaster, PA 17601-5957

  
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  ADT Security Services

  3332 Walden Ave, Suite 108 Depew, NY 14043

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:07/21/2023

  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 inquired about a service for monitoring June of 22, was sent multiple contracts, adt failed to show and install the equipment multiple times - it took a month before the equipment was finally installed. Since the installation - faulty equipment has caused regular bypass of the system (leaving the home unmonitored), the technician lied about what was being installed, the camera was not the correct camera, the price increased dramatically. I will say I was EVENTUALLY credited for the price increase- but this was after MANY MANY MANY phone calls and interactions with ADT for MONTHS, fast forward to Jan. 2023 - the camera stops working - I have to have things recorded for a custody battle, the camera did not record the events needed because it stopped working. Again MANY MANY reps have to be contacted before a resolution - ultimately a new tech came and installed a different camera (which I had to pay for), now not even 6 months later the camera is not working at all. I have been on the phone with ADT reps for 3 DAYS trying to get a resolution, I was told if a virtual appointment did not solve the problem OR if the rep did not call during the appointment time I would be released from the contract WITHOUT financial penalty. I agreed - the rep did not call during the 12-12:30 appointment window - infact I didnt receive another call from ADT until I was already ON HOLD with them to the contract voided out. I then spoke with ************************* who is a "account management leadership team member" who informed me that this deal would not be upheld and I would be subject to a fee of over 4K for cancelation of the contract, additionally I was informed on this call my rates of service were increased in FEB (without my knowledge) and I asked when I was notified of this (I do not recall) and ******************** was not able to provide an answer. He was not able to answer how ADT's end of the contract has been upheld. He was not able to answer why I was lied to by the rep the day before.

  

  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 completed service at the location, replacing the faulty sensor & installing ****** products. 

  
  

  Customer Answer

  Date: 08/21/2023

   
  Complaint: 20359529
  
  I am rejecting this response because:
  While the service was completed I was charged over $500 for the service to fix what their poor service previously caused 

   

   

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

  

  Business Response

  Date: 09/26/2023

  We consider this case closed. 

• Initial Complaint

  Date:07/21/2023

  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.

  We called ADT to cover several properties, and none of them have worked as described. 85XX had door sensor issues and camera issues. Once instance specifically was on Halloween, a crowd of people knocked on my door and the cameras never picked up anything.. not one or two, like eight people! Another instance was at 16XX where class 1 felony drugs were being sold and used on the front balcony were being sold and used by the neighbors and short clips only were being recorded so nothing really to show the police. I complained and on the ******************************************************************************************************************** short clips. Out of the four cameras on three different properties nothing has ever worked as described. I'd call and nothing was ever mentioned about canceling the contract, but avoiding more service fees I just started removing the faulty equipment after the tape on the door sensor failed because it wasn't hardwired as we had requested from the start. I Emailed the *** to try to resolve this and again got some representative that even after describing these issues told me it would be either pay the contract until 05/2025 or pay for it all at once. I don't have service at two of the properties we're paying for, and the third I can't view the cameras because it's setup on a ****** account off the ****** cameras that I don't even own and again was never told I would not be able to view the cameras from my ADT portal until someone punched the front door hard enough to crack some framing around the glass and the camera never caught it after I asked my renter to review the footage because I couldn't. Last week, there was a pet cat that was found dead out back with again zero camera capture, this is the third stray in the back of the property or around it with their heads smashed in... but thanks to all this security there's nothing on the ****** camera. "We can send a tech out." is the response, but not going that route for $

  

  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.

   After review of your account, you signed up for service under a 36-month agreement for both of your accounts that end on 05/01/2025 and 05/05/2025. I understand you have a concern with how the cameras only take clips when picking up motion to trigger recording. The type of cameras you have only take clips and do not record 24-hours, which I dont know if thats what youre looking for and that type of camera system is called a Closed Circuit Camera system. After further review, both of your accounts are under a financing installment plan loan, which if the service is cancelled you would be charged the balances of: $397.05 for the address of *************************** and $454.44 for the address of ************************************************** Also, if you elect to cancel before the end of term of the early termination fees are around $784.74 for *********************** Dr and around $846.84 for ************************************************************** with the 30-day cancellation notice

• Initial Complaint

  Date:07/21/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I cancelled my services with ADT by phone on May 9, 2023. On June 2, 2023 and on July 3, 2023, ADT took $72.96 in violation of my cancellation. I proceeded to attempt to resolve this issue calling innumerable times and being transferred to different departments. As ADT wrongfully took my money without my consent, I contacted my bank and filed a dispute for the 2 charges and paid $30 to place a stop payment as ADT was taking my money out of my bank account. To date, ********************** continues to harass me with phone calls, text messages and emails stating that I owe them money. This is clearly a scam. I'm afraid that ADT will try to ruin my credit in furtherance to their illegal practices. The first person I spoke with at ADT on May 9, 2023, confirmed my account was cancelled. The second person weeks later when I realized they were stealing my money also confirmed that I had called on May 9, 2023 and requested that my account be cancelled. Although my bank has reimbursed me for the 2 charges, my back should get the money back from ADT and reimburse me the $30 I had to pay to stop them from stealing my money in the future. I request a thorough investigation into their practices as they are fraudulent and in violation of consumers' rights.

  

  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 requires a 30 Day Notice of Cancellation. We have confirmed that the account is closed & that the customer has reversed the last payment made.

  No further financial obligation is owed to ADT.

• Initial Complaint

  Date:07/21/2023

  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.

  May 31, 2023 I asked ADT to install a security system and they did but told me false information about my camera. I was told I needed this extra system to have a camera. The next day I called asked they come and remove the spectra system. **************** says I didnt need it. The door bell camera is hanging off my house with exposed wires. I asked for a battery operated one or camera installed. They keep you on hold for hours and then tell you they cant help you because it was past 3 days.even though I called the next day. They say one thing and go another. I am still waiting for a return label for the old system I had with them. They dont seem to know what equipment I have I get different examples.

  

  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.

• Initial Complaint

  Date:07/21/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My camera stopped working in April. I have called them and have talked to at least 20 people but no one seems to know whats going on. Someone said I need this equipment that cost me $108. I scheduled a virtual technician but both times they failed to call me at the scheduled appointment. When I finally got to talk to someone, I was told I had the wrong equipment. I shipped it back to them, they received it on July 3rd but to this day I have not been refunded. I was transferred multiple times and talked to 6 people in the last 30 mins but no one has resolved my issue.In the meantime, an ADT technician is here fixing the problem but I am being charged $130 for the first 30 mins and $35 for every 15 minutes after that. This is insanity!!

  

  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.

  Upon review of the account, the customer changed their internet provider & had been unable to get the cameras reconnected since then. 

  Per the customer's contract, this is a chargeable service. 

  Customer Answer

  Date: 08/30/2023

   
  Complaint: 20357291
  
  I am rejecting this response because:
  I knew I had to pay to update the system.  My complaint is they sent 2 routers and charged me $103.  It turned out the router they sent is not the correct one.

  I shipped them back those routers but they did not give me back my $103.  I have called and has been transferred so many times and not one person was able to help me get back my $103.  ADT is a scam!!

  
  Sincerely,
  
  Ivy H

  

  Business Response

  Date: 10/04/2023

  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 applied a credit of $103 to the ADT account. 

• Initial Complaint

  Date:07/21/2023

  Type:Product 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.

  Want to cancel ADT contract. Have had this company since it was Ranger American. Found out recently we are listed as a small business, we are a single family home.I have txted with 4 representatives, the first one and the last told me I would get a call back, which never happened. The last one, ******* Y, even tried to shame me by saying that I dont want my home to be safe.I have taken screen shots of all the conversations, the only name I didnt get was the first one, as I thought it was a straight forward conversation. I want this canceled, I will pay the $207.26 charge. I will tell anyone who asks not to do business with ADT, the product works, but you get the runaround with the customer service.

  

  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 backdated the customer's cancellation to 04/23.

  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:07/21/2023

  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.

  In August of 2020, I purchased a security system from ADT. At the time of installation, I explained to the installer that I did not want monthly payments and wanted to pay for my 3 year contract in full, which I did. In April of 2021, I discovered that there were not enough sensors installed on my double slider windows in my basement. This is the only place that I have double sliders and there are six of them. The original installer only put sensors on one side of the window which meant that if there was any disturbance on the other side, the alarm would not trigger. I called ADT and asked them to correct the issue. I paid for the additional sensors on the date of install, 4/21. Recently, I noticed that money was being deducted from my account so I called to find out why because I thought I was covered through August of 2023. After speaking with 3 different people and getting 3 different explanations, the following was determined:1. There was a price increase, which is written in the contract, so that is fine 2. I found out that my contract was now ending on April ****, which it should have been August 2023. After doing some research with a rep, it was determined that when I asked ADT to come out and correct their mistake, they updated the date on my contract which started the 3 year clock all over again. Had I known this at the time, it would have been a problem because I wasn't just adding services, I was asking them to do what should have been done in the first place. Not only did they not have me re-sign my contract, they used my previous signature and updated the date on the original contract. This was NEVER explained to me. In the email I received from them on 4/10, there is an * at the bottom stating "requires 36 month monitoring contract"; however, when you review the details above, the only line with an asterisks states "Total ************** Tech Equipment Monthly Charge" as $0. I didn't add any of those items so why did that equate to a new 3 years?

  

  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 does not have the ability to transfer signatures from one contract to the next. DocuSign handles all agreements for ADT & we are unable to alter those documents. 

  We have attached the Certificate of Completion we received from DocuSign which shows the date & e-mail address the most recent (2021) agreement was signed from. 

  The customer is past the 3 Day Right to Rescind period. 

• Initial Complaint

  Date:07/21/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have been trying to simply upgrade my services for a month. I called everyday for a week straight and every person would give me different answers/prices/call backs. My first complaint is with ****, he was so rude. I was trying to complete the sale with him and he was awful. Spoke to people for a week after him. A tech was supposed to come out but we were charged incorrectly so we called to get it refunded. Finally spoke with ****** who was helpful, however, the pricing we agreed over the phone was not what the tech had when he came out so we had to cancel again. Weve now been dealing with this for a month, have had to take off work to have techs come out twice, been incorrectly charged. I no longer want the upgrade and want all of my services cancelled. I was told on the phone a year contract was signed for new service but it was supposed to be the year service with the 3 year upgrade, which I was waiting for the tech to come out to sign since they have continuously messed up so no changes should have been made until then. I was supposed to get a call to get this fixed after 24 hours and its been 2 days and no one has called.

  

  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, with no penalty.

  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,
  
  ***********************

  Customer Answer

  Date: 11/20/2023

   
  Complaint: 20356757

  ----see attachments---
  
  I filed a complaint with BBB regarding ADT because they told me they would cancel my account without paying a cancellation fee. The guy on the phone stated he added a credit so that when they tried to take the cancel fee it would come from the credit but that its cancelled, I owe nothing, and its done. (Walked me through the email to sent.. I did and they replied thats what would happen). Now they sent a bill to collections so I need that disputed/corrected. I owe nothing further. The BBB letter is expired so I will attach an email from that case.
  
  Sincerely,
  
  ***********************

  

  Business Response

  Date: 11/27/2023

  ADT has confirmed that the credit has been issued. 

  Customer Answer

  Date: 11/28/2023

   
  Complaint: 20356757
  
  I am rejecting this response because:
  I dont want a credit, I want it off my credit report and cleared from whatever credit company this was give to. 
  Sincerely,
  
  ***********************

  

  Business Response

  Date: 12/06/2023

  We have confirmed that the account was retracted from outside collections. 

• Initial Complaint

  Date:07/21/2023

  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.

  unable to contact ADT fornecessary repairs

  Customer Answer

  Date: 08/02/2023

  contacted adt   i wish to withdraw this complaint

• Initial Complaint

  Date:07/21/2023

  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.

  ive been a customer for 7 years with **********************. I had Adt in my old home **************************************** ************ and did a relocation with Adt to my present address. I was told that any remaining balance from this account would not be owed because it's a relocation. To my surprise, they have mixed 3 of my addresses together, with a balance of *******; because of their mistake, they have now taken out of my account, $53.99 for the monitoring, and $34.38 for something else. The representative that I spoke to says I don't owe anything because this is a relocation. She told me that they would fix the account and I only owe $25.02. company. Supervisors are not available to handle this said the representatives, therefore I was not able to speak to one. They need to adjust my bill and replace my money!

  

  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 waived the contract termination charges incurred in the amount of $1993.59.

  Customer Answer

  Date: 08/25/2023

   
  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: 09/25/2023

  This is my second attempt to get this resolved. I moved from my last address ************************************ adt to do a relocation package for the alarm system to be relocated to my new address. On the last complaint they had charged me $1000. 65 for services at the previous address which Im no longer a resident of. On the last complaint I was told that the billing from this address was voided, and that I dont owe this money.. Today 9-25-23 I have received a bill again for *******. This address on ************ should not be connected to my new account for my current address. the balance on my current account is ****** account and dresses are mixed together. If you notice on the billl that was sent to me my former address is on here and the current one. If adt cant resolve this Im moving to another alarm company. FIX IT!!! I dont need this stress from anyone.  

  Contact by the business; Billing adjustment

  

  Business Response

  Date: 10/20/2023

  ************** is still responsible for the balance of the previous location's equipment.

  This charge is valid & not eligible for waiver.