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

  18 Clinton Drive Hollis, NH 03049

  
• 

  ADT Security Services, Inc.

  1811 N. University Avenue Ste.108 Lafayette, LA 70507

  
• 

  ADT Security Services

  1400 Montlimar Dr STE B Mobile, AL 36609-6513

  
• 

  ADT Security Services, Inc.

  5511 Ekwill St Goleta, CA 93111-2361

  

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:Billing 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.

  On *** invoice for service dates 5/1-5/31/23, a previous balance of $83.56 and payment adjustments for $167.12 which was for two payments of $83.56 for ***** and *** ******** There is no ***** statement so not sure where previous balance comes in because this was set on autopay with Amex. I cancelled service via letter on 5/22/23 because I was on hold for over an hour trying to cancel. Per ADT rep, the cancellation was not put in until 6/7/23. Amex reversed the charges for the *********** payment. Final bill received from ADT indicates I owe $167.12 (***** and *** payments) + $18.08 for service from 7/1 - 7/7/23. The ADT rep indicated that because it takes ******************************************************************************** I disagree with final billing amount as I was no longer under contract at time of cancellation. I admit to owing for ***** payment that was inadvertently reversed but believe *** services should be prorated and I definitely do not owe for the July prorated amount since I did not have service with ADT.

  Customer Answer

  Date: 07/26/2023

  This matter has been resolved.  An ADT collection rep contacted me because the account was overdue. I advised that i had filed this complaint with BBB and ******* understood that even though I felt as if I did owe a remaining balance I did not agree with the final bill.  She took the time to review the timeline of events, waived a few charges and we agreed on the final amount of $123.17 in order to close the collection.  Thank you.

• Initial Complaint

  Date:07/21/2023

  Type:Billing 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 called ADT on 1/3/2023 to cancel service after 12 years. It was a budget decision on our part. They did a wonderful service for us, but it was getting too high in cost and we were switching to another service (Ring). I went through their process (spent over an hour talking with various customer representatives and being on hold) and was eventually connected to their cancellation department, where after being offered numerous lower cost opportunities, I politely declined. I was told our service would end effectively on 2/4/2023.On 1/30/2023, I checked my ADT account and saw where ********************** was going to be billing me $64.31 on 2/5/2023 for future service. I once again called ADT and spent over another hour talking with customer service and being on hold. At approximately 9:30 AM I spoke with customer service representative ***** and was informed that they cancelled my auto payment and cancelled my payment information. I was then transferred to the cancellation department and spoke with *******. He informed me that he could see in the records that I properly canceled my service and did not understand why it had not taken place. He then spoke with his supervisor and informed me service would be canceled effective 2/4/2023.I continue to get billed by ADT (current balance is $464.67) and receive daily calls as well as multiple letters threatening me that If your balance remains unpaid and my services are terminated, your account may be referred to a collection agency. It could also result in contact termination charges and have a negative impact on your credit score.I consider this all to be harassment and unwarranted threats by ADT.

  Customer Answer

  Date: 08/10/2023

  I continue to receive multiple calls daily from ADT.  The only thing that they have done was to adjust my erroneous bill (attached).  
  
  
  

  

  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 waived the balance. 

  Customer Answer

  Date: 08/28/2023

   
  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.
  

  Thank you to both ADT and the BBB for facilitating the outcome.
  
  Sincerely,
  
  *********************

• 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.

  Have been trying to cancel the account, i called back in mid-june to cancel and was given the run around and never got someone to confirm the account was canceled. When i noticed the charge still came through again i called again in mid july to cancel and was litterally passed agent to agent with excessive wait times in between to the point i could no longer sit waiting on hold due to military duties. (I spent over half of my work day on the phone for this) and the only hours to call are during my duty hours. Attempted to cancel via chat expaining the issue to be told the cant do anything and it has to be a call which clearly does not work.

  Customer Answer

  Date: 08/04/2023

  No response to claim and still unwilling to hold up cotract details to cancel the account

  

  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 confirmed that the account is closed; with a zero balance. 

• 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.

  To Whom It May ******** ***** ***************** arrived at 8am on 6/14/23, not knowing how to install the equipment. He spent time calling on his phone asking how. He borrowed and did not return a lighter to smoke a cigarette outside, ate his lunch and left 4 hours later. The only thing he did was take a lighter and my $716.19. Equipment was not installed. It wasnt left at the service address. That very same day I spent hours on the phone to finally get to person in another state requesting a refund. I received an email saying I would have a refund in 10 days in which I provide supported email documentation as such, which would have been by 6/24/22. No refund still. I text the tech stating the very same day I wanted a refund for services and equipment never provided. He just sat around for 4 hours doing nothing. I requested his managers name and number, ************************* **********. The manager(?) never answered, never returned a call, never responded to a text. All they did was coordinate ripping me off. I got calls constantly trying to do the install after I had already requested the refund. I told them I would never do business with them. Then today 7/20/23, ********** *****************, ************************************* with ADT texted me asking to set up an install yet again. I then checked and realized that I had never received my refund. They have a 3 day window for full refund. I requested a refund within hours. They never ever should have charged me for equipment and services I never received. That is not in anyway ok. I want my money right now. If this does not get my money returned much quicker, as well as money for a fire pit lighter for the one ***** took off with then I will file a police report for coordinated and premeditated theft and get an attorney for pain and suffering for the amount of time spend on the phone, text, email and now BBB. -*****

  

  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.

  ADT has refunded the customer's deposit paid. 

  If you would like to report a claim of liability against ADT, please send us
  
  Written explanation of your claim;
  Full incident report by the police department; (if applicable)
  An itemized list of your losses/damages for which compensation is claimed;
  Receipts, statements, invoices, etc. that prove the losses/damages that you listed; and
  Documents that support your allegation that ADT is responsible for the incident and/or your damages, including but not limited to video/photographs. 
  
  You can send these items by Fax *************), email ******************************************** or mail:
  ADT LLC
  Attn: Risk Management
  1501 Yamato Road
  **********, ** 33431
  
  Upon receipt ADT will forward your request for reimbursement to our general liability carrier for review and handling. You will be contacted by an insurance adjuster acting on behalf of ADT.

• Initial Complaint

  Date:07/20/2023

  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.

  The equipment doesnt work and hasnt since December 2022! I started by asking for a technician and got nothing. Technicians were supposed to call, nothing. I have tried to cancel since February and cannot get anyone to answer. Its logged. I have pictures of call logs and times. I want to CANCEL!!! I am paying for something that doesnt work, you refuse to fix, you keep taking my money, and make it impossible to cancel. Im on the phone again listening to the stupid call music. Nothing.

  

  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 confirmed that the customer's account is closed, with a zero balance. 

• Initial Complaint

  Date:07/20/2023

  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 called ADT on Wed. 7/5/23 to inquire about there services- I was told by the representative there would be a $25 fee for the technician to come out and evaluate my home and they needed my signature to authorize this. The technician came out on Friday 7/7/23 installed camera, door lock, and ********, I signed the completed work order & was advised of my monthly service fee. On Sunday 7/9/23 I received notification that the battery in the main panel was dead and also monies was taken out of my bank account that I did not authorize. I called ADT and upset and stated I wanted my contract cancelled, I was told that department was closed and to call back on Monday 7/10/23 which I did and spoke with ****** he advised he cancelled my account. On Wed. 7/12/23 another technician came to my home and took back all the equipment camera, door ****, and door lock. The technician installed my original door lock upside down I was unable to lock my front door. Also, the original technician ******* installed the garage camera unprofessionally/sloppy with the wire hanging outside. On 7/20/23 I received a bill and called the account management **** spoke with *** - she said my contract was signed on 7/5 and I am too late to cancel - I stated I did not sign a contract until 7/7/23 and I was well within my time to cancel. I am very upset by this whole situation. This was ADTs fault and miscommunication also charging for services that I Do Not have since All the equipment was taken back. Please BBB help with this awful experience.

  

  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 released the customer under the Right to Rescind.

  Customer Answer

  Date: 08/21/2023

   
  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:07/20/2023

  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.

  The issue started with adt on 7/17/2023 I called adt regarding a security issues stating that my doorbell camera was not on and its hardwired so it should be dying then they let me know that is should actually be working so I left it alone for about 2 more days then I called them back 7/19/2023 let them know that the doorbell died they said they will send a tech for $25 I said why if your services are malfunctioning they said that what you pay regardless so I said set up the appointment then I notice this more 7/20/2024 that the appointment was set up at an address we moved from. So I called in to let them know you have the old address that when they tell me well we have been charging for both addresses ok so I then say cancel please and refund me for the last 5 months they said we will put it in the system now going back to my appointment for my doorbell camera not workin the tech came about 1:45 he can didnt say just told me you know you gettin charged 25 for this and the doorbell dont work or record because its over 104 so I called into account service and let them no this is dangerous I know I pay for a service if yall not providing it I would like to cancel the lady on the phone and said even tho you been with us for 5 years you in contract so you have to pay the contract off plus the equipment for over **** because you have to pay for the euipment I said it does not work she said you are in contract I said yes for something that works ******** then tells me Im sorry but thats all I can do so Im reach out being a long time customer ********************** I have not been treated so awful from a company ever in my life so I would like bbb to help me with this customer service and tech was super rude and short basically it is what it is very dis tasteful I said you guy can have your equipment back and she said no pleas help me resolve been with this company for 5 years now

  

  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.

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

  ADT issued credits in the amount of $111.64 & $79.56.

  Customer Answer

  Date: 08/22/2023

   
  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:07/20/2023

  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 have had ADT for over 2 decades. We have bene having problems with the system not being monitored. We receive daily calls twice or 4 times from ADT saying that the system is not communicating with them. Our system is the ADT wireless system. So there is nothing we can do on our end. We called them over 10 times and each time they have us troubleshoot and still the system does not work. They then say they would escalate to have a manager call us to schedule a repairman but that never happens. Our system is not being monitored and we have been paying them full price. We need this issue resolved. If not, we would file a regulatory complaint against ADTs license with the ****************. Your collecting money, then you should be monitoring the system.

  

  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.

  ADT attempted to upgrade the cellular unit on 07/26. The customer is getting poor cell signal on ******* & AT&T. 

  We have recommended potentially switching to a landline. 

  Customer Answer

  Date: 08/23/2023

   
  Complaint: 20352481
  
  I am rejecting this response because:ADT is failing to deliver a service but keeps charging us every month. 
  

  we demand a full refund for the last 12 months since the problem started. 
  

  
  
  Sincerely,
  
  Summer Edouni

  

  Business Response

  Date: 09/26/2023

  ADT has applied a 12 month credit to the account. 

  Customer Answer

  Date: 09/26/2023

   
  Complaint: 20352481
  
  I am rejecting this response because:While ADT has not been providing service for months, they continued to charge our credit card for it. Also, they refused to switch from ******* based connection to AT&T or any othr provider. ADT could have easily switched us to AT&T but they refused. Also, they kept charing us for months. We demand a full refund for 7 months of no service and that they swithc the service to AT&T based connection which works in our area. 

  
  
  Sincerely,
  
  Summer Edouni

  

  Business Response

  Date: 09/27/2023

  No additional credit will be applied. The customer originally requested a 12 month compensation; which we have applied to the account. 

  The customer has poor cellular on both ******* & AT&T. Both were tested & found to be inadequate; which is why landline was recommended. 

   

• Initial Complaint

  Date:07/20/2023

  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.

  On a recorded line they waived all installation fees & gave me a 30 day money back guarantee. 8 days later I wanted to cancel because the cameras have a bad resolution, & do not record unless there is motion. I can not see what the motion is on camera. They refuse to give me my money back and every time I call them they hang up before canceling my service.

  

  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 does not have a 30 Day Money-Back Clause. We have a 3 Day Right to Rescind (no stipulations) & a 6 Month Clause (with stipulations)

  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.

  We have removed the video lines; lowering the customer's rate. 

• Initial Complaint

  Date:07/20/2023

  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 signed a service contract with ******** Security on 8/13/2020. The contract clearly states that the term of the agreement "shall begin on the date hereof and continue for a 3 year period". ADT acquired ******** Security in 2021 and took over the servicing of the alarm monitoring agreement. I called today (7/20/23) to cancel the service going forward, since I just made the final payment that would cover the final month of service (July 20 - August 19) and complete the 3 year period. I was told that the service contract end date was July 19, **** and that the contract was for 5 years. After explaining to the representative (*****) that I was looking at the actual contract that I signed and that it clearly states a 3 year period, the representative continued to argue with me and said that they would bill me for the remaining "two years". I was not allowed to speak with a supervisor, or anyone that has the authority to review the actual contract with me on the phone. Considering how long it takes to reach someone on the customer service line (75 minutes today) and that you have to call during working hours (M-F) to speak with anyone, it is very difficult to resolve an issue like this. This experience certainly feels like a business practice that ADT has adopted to fraudulently change the service contract and to make it difficult for corrections to be made so that they can continue billing accounts.

  

  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 noted on the account that the customer's contract expired 08/2023

  Customer Answer

  Date: 09/08/2023

  According to the response from ADT, they have noted my account to show a Contract End Date of August 2023.  Unfortunately, this is not the case.  When viewing my ADT account today (9/8/23), the Contract End Date is still listed as July 19, ****. (See attached screenshot). I would like someone from ADT to provide a letter stating that my contract is eligible to be canceled without any balance due and mailed to the address of record for the account.  I called ADT today to discuss the issue again, but nobody on the customer service team is able to do anything to resolve the issue.  Everyone gives me the same answer of "You can cancel the contract, but you will owe an amount equal to the remaining service period of the contract through July ****".

   

  Customer Answer

  Date: 09/08/2023

   
  Complaint: 20351774
  
  According to the response from ADT, they have noted my account to show a Contract End Date of August 2023.  Unfortunately, this is not the case.  When viewing my ADT account today (9/8/23), the Contract End Date is still listed as July 19, ****. (See attached screenshot). I would like someone from ADT to provide a letter stating that my contract is eligible to be canceled without any balance due and mailed to the address of record for the account.  I called ADT today to discuss the issue again, but nobody on the customer service team is able to do anything to resolve the issue.  Everyone gives me the same answer of "You can cancel the contract, but you will owe an amount equal to the remaining service period of the contract through July ****".
  
  Sincerely,
  
  *************************

  

  Business Response

  Date: 10/13/2023

  ADT has confirmed that the customer's account is closed & the contract termination charges were waived, due to the actual contract date.

  Customer Answer

  Date: 10/14/2023

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