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

  
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  ADT Security Services

  1400 Montlimar Dr STE B Mobile, AL 36609-6513

  
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  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:07/20/2023

  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.

  ADT rep deceitfully had me sign a 36 month contract thinking it was only 12 months and now they are trying to charge me a cancellation fee. I expressed concern and ******* assured me it was a ***************************** an email with a snip of the contract stating "Service Contract Term: 12 Months" I have called multiple times and spoken with multiple people. The first woman closed out my accounting without letting me know that I could get a credit on the account. After the account was closed another rep let me know that a credit was possible if the account hadn't been closed out.

  

  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.

  As a gesture of goodwill, ADT waived the contract termination charges incurred. 

• 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.

  I was with ADT for 13 years . I had a old system that failed . They had 2 people come out to try and fix it but they couldnt . A new system they told me would be over $1000.00. I could not afford that . Then they sent me a bill for $ ****** for breaking a contract . I spoke to @ least 20 people since this took place in Feb . They kept telling me bill would be canceled because they could not fix it . Last person told me **** was 0. Then I get a notice from collections saying the settlement amount would be negotiated from $ ****** to ****** I call again then they try to negotiate to $82.00 I keep telling them I did not break contract. I would still be with them if they could fix the equipment. So I dont owe them anything . People were very rude . I was a loyal customer for 13 yrs and they sent me to collections for no reason @ all. **** never recommend or do business with them again.

  

  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 issued a credit to waive the balance; as a gesture of goodwill. 

• 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.

  ADT sold me a lock that is not compatible to my system. I can't seem to get anyone to understand that I need a FULL refund on my lock (not just $200). I paid a total of $316.94 on 06/22/2023. I have called several times and no one at the company seems to be knowledgeable of what system I have and what lock can work with my system. At this point, I have ordered from another outside company. Please refund my money ASAP.

  

  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 issued a credit of $212.00.

• Initial Complaint

  Date:07/20/2023

  Type:Customer Service 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.

  Going through a divorce, called ADT and they said to cancel we would have to pay $1100 to get out of contract. I said NO! Now they are charging us $2900 to close this out. I just want to be done and over with this!!! I will pack up all the equipment. ADT said the equipment will not be transferred even if we wanted it!!!! We do no want it!!! RULES WERE MADE TO BE BROKEN AND I AM SO MAD!!

  

  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.

  The balance is valid. 

  We have provided the customer with their options. In order for the contract termination charges to be waived, the customer must relocate the ******************** with ********************** or the new homeowner must acquire the service. 

  Customer Answer

  Date: 08/21/2023

  We are stuck in this until our contract is up and will keep paying monthly UNTIL this contract is up and then we will call ADT and have them pick up all the equipment, YOU WON ADT!!! YOU WON!!!

  Customer Answer

  Date: 08/22/2023

   
  Complaint: 20350734
  
  We are stuck in this until our contract is up and will keep paying monthly UNTIL this contract is up and then we will call ADT and have them pick up all the equipment, YOU WON ADT!!! YOU WON!!!
  
  Sincerely,
  
  *****************************

• Initial Complaint

  Date:07/20/2023

  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.

  ADT is trying to charge for an additional month of service when service was cancelled on April 17. Confirmation code ********. Billing cycle is the 24th of each month. There shouldn't be a balance on the asccount and they continue to try and charge my credit card.

  Customer Answer

  Date: 08/10/2023

  ----See attachment---

  

  Business Response

  Date: 09/06/2023

  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 waived the balance, as a goodwill gesture.

  Customer Answer

  Date: 09/13/2023

   
  Better Business Bureau:
  
  

  The consumer provided the following response to the BBB verbally by phone:
  

  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: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 account with them, there are no dues owed to them and I get incessant calls and email form them to update my paymanet informaiton. When I explain this to the caller, they say there is a cancellaiton request from me and I need to talk to an account specialist to acutually cancel the account; I already talked to a so called account specialist after multiple attmmpts including long hold, call bakc qutomated requests and no call back. The specialistconfiremd that myaccount was canceleed and no payment was due.This is harrassment and scam

  

  Business Response

  Date: 08/22/2023

  We have attempted to call this customer, but were unfortunately unsuccessful in reaching them. We have left a voicemail &have also left case notes on the account regarding our attempts to reach out.
  
  Per reviewal of the account, this customer has not spoken with ****************** regarding cancellation. This customer would be required to pay their past due balance to successfully cancel out their account. Their past due balance totals to $39.98.

  Customer Answer

  Date: 08/22/2023

   
  Complaint: 20350442
  
  I am rejecting this response because: I did speak to an account manager after numerous attempts BEFORE filing this complaint. After multiple attempts and long holds during MULTIPLE ATTEMPTS, I finally reached a SO CALLED account executive. I explained to him that I bought the system and NEVER ACTIVATED IT. I have been paying monthly fees and he waived the last due amount. STOP THIS FRAUD ABD HARRASMENT.
  
  Sincerely,
  
  ***************************

  

  Business Response

  Date: 09/25/2023

  We consider this case closed.

• Initial Complaint

  Date:07/20/2023

  Type:Customer Service 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.

  ADTs corporate office and services is a bait and switch company. Their sales associates work off of commission so they will lie and tell you different things about what equipment you need in order for your service to work and try and sale you equipment at astronomical amounts. They will not return calls when trying to resolve the situation and will not allow you to speak with supervisors in order to try and reach a resolution.

  

  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.

• Initial Complaint

  Date:07/20/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Account Number: *******/*** ******************** I've attempted to call ****************** 5 times. I've done online chat twice. I've emailed multiple departments and I have not been able to get my account canceled. My desired outcome is a refund of the last 2 months billing and for my account to be canceled.

  

  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 confirmed that the account is closed. A refund is being processed. 

• 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.

  I have been without my camera notifications and my outside cameras have been malfunctioning for the last month-since June 19, 23-I have been contacting the agent that installed my system who gave me his card if there were any issues-I have contacted him several times over the last couple of weeks, I finally was able to speak with **** on Monday 7/17/23-I have spoken with 3 agents today 7/19/23 ******************, ******, and then transferred to ***** in which I asked to speak with a supervisor and still waiting on hold for over 1 hour.They will not schedule an appt to come out to fix the malfunctioning equipment without collecting fees-I do have in text from **** stating there would not be any fee to have an agent to come out to fix the MALFUNCTIONING EQUIPMENT but a service ticket would need to be created-I would like a service credit for this past month due to NONFUNCTIONING cameras/notifications and if this cannot be resolved I would like to cancel my contract without ANY FEES due to the lack of functioning equipment and the ability to speak with agents who are willing to resolve this issue-This is causing distress because I chose this system to feel safe, this has become a NIGHTMARE-Supervisor ****** just came on the line who said she would take half off this month & next month camera monthly fees, she is going to have a tech call me tonight & also come to my home with the charges waived-I went all the way home the appt was set for 6:30, the agent didnt call me until 7:30, he stated no tech would be coming to my home because its so late, he told he was unable to schedule for a tech to come out because of the fees-I asked to be transferred to a manager then waited another 45 mins on the phone only to be transferred to a tech ***** who was NOT a manager & was completely rude-There is a 6 month or your money back guarantee with this service-***** was unable to schedule a tech to come out at the time I needed-Poor poor customer ************************ All lies.

  Customer Answer

  Date: 07/27/2023

  I still have not heard back from the supervisor as per the last phone call.  No one has reached out to me, the equipment is still not operating as it should be, and I was supposed to have a credit on my account per the supervisor for last month and this month and I just got the full charge for the equipment that is still malfunctioning.  

  Customer Answer

  Date: 07/27/2023

  here is the 6 month or your money back guarantee on ADT website and I have already submitted the text from the technician who installed the system who stated it was not my fault and it was the equipment malfunction.  I am submitting a picture of his business card also so you can compare the number that text me to his business card from ADT. 

  

  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 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 applied a credit of $49.

  Customer Answer

  Date: 08/28/2023

   
  Complaint: 20349248
  
  I am rejecting this response because:
  This issue is STILL NOT FIXED, I am paying MONTHLY FOR A SERVICE THAT IS NOT WORKING!  I am NOT GETTING NOTIFIED WHEN SOMEONE IS AT MY DOOR OR COULD BE BREAKING IN MY HOME WHICH IS APART OF THE SERVICE I SIGNED UP FOR.  
  Sincerely,
  
  *******************

  

  Business Response

  Date: 09/26/2023

  ADT has opened an in-home service call to address issues. 

  Customer Answer

  Date: 09/26/2023

   
  Complaint: 20349248
  
  I am rejecting this response because:
  There is a service technician that is scheduled to come out Saturday, if they fix the problem or replace the equipment that is not working then I would be willing to move forward to close the complaint.  I however still should not be paying for the service monthly until the problem is corrected.  So each month since the complaint I should have a credit.
  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.

  Ive been trying to cancel my ADT service for a month now. Every time I call in to cancel service and enter the prompts to direct me to service cancellation im put on hold for indefinitely and no service rep ever answers. When I call back immediately and enter prompts for starting a new service the rep answers in less than 2 seconds but states that they are unable to process cancellations. I was advised to call in at 5 am PST as reps would be more available at that time. I tried this but when I finally got in touch with a rep and told them I wanted to cancel their service they asked me to hold on so they can access my account and immediately disconnected the phone. I then called back and another rep told me that i have Called the wrong department and put me on hold again When I finally got through they told me that I have a 3 year contract which is odd because this plan was for a location where I held a 2 year lease.Never was I told that this was a 3 year contract. The terms are buried in a lengthy contract and I feel It should be the responsibility of the busines to advise customers when signing up for a contract that it is a 3 year minimum Term. This is not intuitive given the fact that many lease terms where ADT services are being rendered are not going to be for a 3 year term I was charged an additional $700 for adt services at a location where I am no longer renting I feel ADT is intentionally making it difficult for customers to cancel service and intentionally not being as transparent as possible.

  

  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 confirmed that the customer's small business account is closed. Small Business accounts have a standard 36 month contract, no matter the state.